This event is dedicated exclusively to digital marketers in the financial services industry, the only one of its kind in Canada. As a proponent of digital excellence and customer experience, particularly in the financial services sector, we are excited to attend this unique summit and see how we can further connect the dots between marketing and digital product strategy.

Immerse yourself in two days of interactive sessions, keynotes, panels, and lots of networking opportunities. Here is your chance to build connections with 600+ financial marketing leaders and like-minded peers.

Discover what digital marketing strategies top financial companies are implementing, explore the latest industry trends, and learn best practices from 40+ senior FinServ marketers.

We can’t wait to hear these talks:

• Ready, Set, Digital: Accelerating Engagement for FSI Organizations with Jill Grozalsky, Wednesday at 9:40 AM
• Optimize Your Self-Service Customer Experience: Proactive, Seamless, Intelligent with Peter Tessier, Wednesday at 11:10 AM
• Building Organizational Agility to Minimize Roadblocks and Achieve Long-Term Digital Process Excellence Success with Annu Gulati and Julian Mills, Thursday at 9:30 AM
• Is Your Future Digital Marketing Strategy Robust Enough for the Next 5 years? with Nathan Gervais and Elizabeth Walford, Thursday at 3:15 PM

Full summit schedule

Don’t miss out

Get tickets for virtual and in-person access starting at $995. Limited availability. All attendees will have on-demand access to view sessions for 3 months post-event.

Save your seat

Ready to grow your business and excel in the connected age?

With our approach to digital transformation, we can help you improve organizational efficiency, drive customer engagement, and uncover new growth opportunities.

Get in touch

The post Digital Marketing for Financial Services Canada Summit, June 8-9, 2022 appeared first on Say Yeah!.

Whether you’re a researcher, research leader, a designer who conducts research, or just someone who is eager to learn more about user research, these two conferences you should take advantage of with opportunities to learn from research practitioners.

UXRConf 2022

The fifth annual UXRConf will be taking place from June 6-7, 2022. UXRConf is the world’s largest UX (user experience) Research event, and we are excited to be attending this year’s hybrid conference.

The discussions will cover topics from growth research to UX insights to behavioural science.

Talks we’re looking forward to hearing:

• Insights to Equity: Applying User Research to Spotify’s Dib Strategy, with Alexandra Hornsby, User Research Manager, Spotify and Ashley Graham, User Research Manager, Spotify
• The Next Step in Accessibility, with Joel Isaac, Accessibility Manager, Novaelis and Pia Zaragoza, UX Mentor and Innovation Fellow at Springboard and General Services Administration

Check out the full lineup and conference schedule

Get your tickets today

The virtual tickets are free. The in-person tickets cost $1800 USD and limited spots are available.

Grab your tickets here

ReOpsConf 2022

The ResearchOps Community will be holding its first annual ReOpsConf on June 8, 2022.

This full-day hybrid event will allow you to gain insight into the field of Research Operations (ReOps) and learn about topics such as research repositories, scaling ReOps, and knowledge management.

Talks we’d like to highlight:

• Building and Scaling ReOps at the UK Dept of Education, with Alice Kiernan, Research Operations Lead at Department for Education, England, UK and Lucy Sutton, User Research Operations Lead at Department for Education, England, UK
• Building a Research Toolbox, with Andy Garber-Browne, DesignOps Program Manager, JPMorgan Chase & Co. and Carolyn Morgan, UX Researcher, Cisco
• Repositories in Practice: Using Knowledge Management to Create Research Stories, with Emily DiLeo, Sr. Design Research Specialist, SAP

Check out the full lineup and conference schedule

Get your tickets today

Remote tickets are free. In-person tickets cost $900 USD and have limited spots available.

Grab your tickets here

Our user research methodologies can help you reach organizational objectives

Learn about our approach to user research and explore our inclusive research toolkit.

Ready to evolve your research practices?

Contact us

The post UXRConf + ReOpsConf, June 6-8, 2022 appeared first on Say Yeah!.

Attendees at the University of Guelph Accessibility Conference will get the opportunity to participate in workshops and informative sessions regarding themes such as IDEA (Inclusion, Diversity, Equity and Accessibility), education, UDL (Universal Design for Learning), and technology. Regardless if you are a novice or an expert on the topic of accessibility, everyone is welcome to attend!

Noteworthy sessions at the upcoming University of Guelph Accessibility Conference

• Mobile Accessibility: testing Mobile Sites and Native Apps for Accessibility, with Gian Wilde
• Creating Sustainable Accessible Interfaces, with Talyah Aviran
• Awareness of Assistive Technology in the Course Design Process Creates a More Egalitarian System, with Humberto Hernandez
• Accessibility is Everyone’s Responsibility: A Sustainable Team-Based Approach, with Mary Huang and Christine Hogenkamp

Check out the full lineup and conference schedule.

Register today!

Don’t miss out on this exciting opportunity to learn how you can leverage accessibility in your organization. Tickets start at $100. Sessions will be recorded and will be available for 30 days after the conference, along with transcripts.

Register here

Need help incorporating accessibility into your design process?

Learn about the differences between universal design, accessibility, and inclusive design in our blog post. Check out our approach to inclusive design and inclusive website design services.

Get in touch

The post The University of Guelph Accessibility Conference, May 24-26, 2022 appeared first on Say Yeah!.

The Say Yeah team had the opportunity to sit in on some great conversations and hear some fresh perspectives on self-service, data usage, customer needs and so much more.

Conference highlights

1. Learning how to build exceptional self-service from Josh Bean.
2. Hearing from Katrina Schiedemeyer, Kamesh Moola, and Kobi Ben Meir on how even though digital services are taking over, it’s important to recognize that there are times when consumers prefer physical interaction. As CX professionals, we need to learn to balance both needs.
3. Listening to Ashley Fitzgerald, Afshin Ahangar, and John Ross’s approach to using data as a means of finding the entry and exit points on your website to understand where your company is not delivering.

Building effective self-service

Josh Bean’s talk was centred around how we can increase the productivity of help centre agents as customer preferences for self-service solutions increase. Josh listed three ways of deflecting tickets to improve the productivity of agents:

1. Having a knowledge base;
2. an online community; and,
3. a customer service portal.

During his session, Josh also walked us through a 5 step process for getting self-service up and running:

1. Project planning
2. Content planning
3. Content creation
4. Launch and execution
5. KPIs for success

This aligns with one of the key objectives we help customers achieve: guiding customers through critical product and website flows so you can better drive engagement without burdening help staff.

Balancing in-person and digital customer interactions

During this panel discussion, Katrina Schiedemeyer raised the point that while self-service and digital services are the focus of many organizations, customers may at times prefer having face-to-face or phone interactions.

Customers may have concerns that they would rather speak to someone directly to get help faster and with more clarity. Additionally, they may feel it is easier to speak with someone rather than having to dig through pages of information on a website, or being forced to speak with a chatbot that doesn’t give them the results they want.

Katrina highlighted how empathy can get lost in digital services. In trying to become more efficient and reduce calls to a call centre (with features like chatbots) for the benefit of the company, it is important that we make sure that we aren’t creating more challenges for the customer.

We need to ensure we are still providing a range of ways for customers to meet their goals, providing the personal support they may need.

Understanding consumers with the help of data

In their talk on actionable data insights, Ashley Fitzgerald, Afshin Ahangar, and John Ross discussed using the data you’ve gathered to find the blind spots in customer experience.

John Ross emphasized making use of data to determine where you aren’t delivering on your website. Using the data to discover where the entrance and exit points are on your site is valuable to understanding what makes your customers behave the way they do. Based on this knowledge, a team can brainstorm ways to fix the areas that are putting up barriers for users.

Data is there to help us discover things we couldn’t see before and plan for better outcomes.

This year’s Digital Customer Experience Summit was an exceptional opportunity to further develop your CX toolbox and connect with industry experts. We’re looking forward to next year’s conference and future events hosted by Strategy Institute!

Ready to bring new customer experience insights and practices to your organization?

We can help improve customer reach, engagement, and retention with our efficient, data-driven approach to product strategy, design, and delivery.

Get in touch

The post Digital Customer Experience Summit 2022 Recap appeared first on Say Yeah!.

Catch the latest digital CX trends, how to maximize CX ROI, digital activities and data analytics to provide the best customer experiences, and how to leverage the link between content and SEO.

Participants will also have the opportunity to learn best practices adopted by PepsiCo, McDonald’s, Porsche, Lenovo, Tim Hortons, AT&T, RBC, City of Las Vegas, LinkedIn, Mars, GoDaddy, and more, while networking with accomplished CX executives from reputable brands and over 450 CX thought leaders.

Here are a few sessions we’d like to highlight:

CX data and analytics

Customer data and related insights are a foundational aspect of ongoing product and services decision-making. We often find organizations struggle with knowing what data is valuable and how to leverage it towards improved customer experience. We expect these two talks will bring clarity on how to improve your data practices.

1. Day 2 Opening Panel Discussion: Actionable Insights – Harness CX Data Analytics for Actionable Insights That Drive Bottom-Line Results with Ashley Fitzgerald, Afshin Ahangar, John Ross, and John Oxford, Wednesday at 10:05 AM
2. Industry Expert: Harvesting Better Data – The Unstructured Data Goldmine: Target, Extract, & Share Value with Josh Snider, Wednesday at 11:45 AM

Customer journey best practices

Another typical organizational gap covered in these talks: unifying customer communication across all channels and eliminating information silos, often described as omni-channel, or a 360 degree customer view.

1. Industry Expert: Unify, Streamline, Connect – How to Build Better Customer Journeys with Amrit Dhangal, Wednesday at 10:40 AM
2. Spotlight Session: Powering Up Digital CX Journeys – Adapt Your Customer Strategies to Meet the New Digital CX: From Consideration and Applications with Kasia Bigda, Wednesday at 3:30 PM

For more information and the full conference schedule take a look at the event website.

Register today!

Tune in March 29th and March 30th for this exciting opportunity to grow your customer experience strategy.

Tickets start at $495 and include live access and networking as well as ongoing access to the conference recordings for up to 12 months.

Ready to bring new customer experience insights and practices to your organization?

We can help improve customer reach, engagement, and retention with our efficient, data-driven approach to product strategy and service design.

Get in touch

The post Digital Customer Experience Summit, March 29-30, 2022 appeared first on Say Yeah!.

This three-day accessibility conference will highlight best practices for building, testing, and maintaining accessible digital experiences.

Axe-con is a must-watch event for business owners, developers, designers, and accessibility professionals no matter the level of experience. Through these conversations, we can continue to take more assured steps forward towards more accessible websites and digital experiences.

There are a number of sessions set to take place over the three-day schedule to address technical topics like web forms, design principles for disability inclusion, and the future outlook for accessibility. An exciting line-up of experts in the web accessibility and inclusion space will be in attendance and on the speaker roster, providing their knowledge on these accessibility-focused topics.

Here are four sessions that caught our attention:

1. The Future of the Web and Accessibility with Sir Tim Berners-Lee, Tuesday at 9 AM
2. Screen Readers and Beyond: A Guide to Assistive Technology for Digital Access with Crystal Preston-Watson, Tuesday at 3 PM
3. Designing for cognitive disabilities with Tolu Adegbite, Wednesday at 11 AM
4. Accessible Forms: It’s Not as Difficult as You Think with Maria Lamardo, Thursday at 12:30 PM

For more information and the full conference schedule check out the event website.

Full conference schedule

Register today or sign up to receive the recordings

Tune in live starting on March 15th, or watch the recordings anywhere, anytime. The conference is free for anyone across the world to join in on a great opportunity for building accessibility skills.

Register here

For further reading on web accessibility, check out these recent articles

1. Your website is probably broken: a look at the accessibility issues you forgot to test for
2. Why automated accessibility checkers can’t make your website accessible
3. What accessibility standards should you consider for your website?

More accessibility articles

Do you need support in making your website accessible? We can help.

Learn more about our inclusive website design services.

Get in touch

The post Axe-con: Building accessible experiences, March 15, 2022 appeared first on Say Yeah!.

This online event will consist of three panel discussions, each speaking to a different component of ethics across research and product design. Several experts in the user experience (UX), design, and equity industries will be part of the conversation to share their opinions, experiences, and challenges. Their insights will enable us to be more mindful of our work.

This year’s panels are:

1. Hoarding Power with Justin Threlkeld, Dr. Alina I’vette Fernandez, and Dr. Pierce Otlhogile-Gordon
2. Biased Identities with Calvin Liang, Dr. Diana Albarrán González, and Jennifer Rittner
3. Weaponizing Care with Dr. Chelsea Johnson and Iris Xie

For more information and panel schedules take a look at the event’s website.

See the details

Get your tickets or sign up to receive the recordings

Tune in live on March 4th, or watch the recordings for each panel when it’s convenient for you. No matter which you choose you’ll have the chance to explore how we can “lift the curtain on ethical theatre”. Registration closes on March 1st at 5 pm CST.

Register here

Not sure how to get started with an inclusive design process?

From our inclusive public sector work to our insurance, banking, and other private sector work, we continue to develop our inclusive design practice and bring impactful service design and product strategy outcomes to the organizations and communities we work with.

Get in touch

The post Critical UX: Lifting the curtain on ethical theatre, March 4, 2022 appeared first on Say Yeah!.